Proactive Monitoring & Support

Wipro provides centralized proactive monitoring and management of all infrastructure elements (mainframes, servers, networking, storage, database, web infrastructure etc.) through its ISO 20000 certified Global Command Center (GCC) and Offshore Support Centers (OSC). Through a measure of stringent and consistent quality processes, tools and technologies, automated resolutions of incidents and requests, and continuous process improvements the proactive monitoring and support operations have been providing quality services. Wipro provides these services through a flexible onsite-offshore model on a 24x7 basis that is compliant with ITIL-based framework.

• Event/alert monitoring of all infrastructure elements (mainframe, servers, networking, storage, database, web infrastructure etc.)
• Fault isolation - False positive/false negative, event correlation and suppression
• Qualifying the alert/call
• Resolving using Standard Operating Procedures (SOP)
• Assigning to the respective group in case not resolved using SOP
• Escalation and follow-up, as required, through service desk or pre-agreed mechanism
• Performing daily/shift related system checks - based on SOP
• Reporting - based on above parameters